Total income reached to Dh5.607 billion compared to Dh4.431 billion, a solid expansion of 26.5 per cent YoY
Customer experience is the top priority of Middle Eastern telecommunication operators, according to new survey findings.
Last week, the UAE telecom regulator launched a new initiative 'Erteqa' that aims to increase the level of customer service across the telecom sector.
According to EY's latest telecommunication report 'Navigating the Road to 2020 - Opportunities and challenges for telecom operators in the Middle East', 68 per cent of telecommunication C-suite respondents cite customer experience management as their top priority over the next three years.
While almost three-quarters of global C-Suite participants believe disruptive competition is a leading risk facing the sector, Middle East telco operators are more focused on the journey toward more intuitive, convenient and trusted relationships with customers.
Wasim Khan, partner and chief operating officer, EY, said a better customer experience can help telcos remain relevant.
"Every telecommunication player in the region sees customer experience as a top-three agenda item. Improving levels of support and personalising the experience are seen as the most important routes to improving customer relationships in the Middle East," he said.
Cost control, smart services
Regional players are more emphatic in their focus on cost efficiencies and smart services. Three in four regional respondents cite cost control compared with one in two participants globally and 38 per cent cite developing new services as a top three strategic priority and see smart home services as a leading driver of digital revenues, compared with 17 per cent globally.
"Greater levels of organisational agility are critical in a world where start-ups and web giants are reshaping demand scenarios. There is proportionately greater confidence in the revenue-generating potential of TV and cloud services too," Tim Peters, Mena telecoms, media and technology advisory services leader, said.
Although Middle East respondents are less likely to nominate network upgrades as a strategic priority compared with their global peer group, this does not mean that capex is levelling off.
In fact, 63 per cent of regional players see capex trending up in the next 12 months compared with 50 per cent of respondents globally.
Additionally, 43 per cent of local operators see internal collaboration as a leading route towards operating model improvements, while one in four believe that talent attraction and retention is a strategic priority.
"New talent will be a leading factor when improving their operating model, while shorter time-to-market and big data analytics are also viewed as key competencies going forward," Peter said.
He said the telecommunication industry will continue to evolve in new directions.
"Operators will continue to seek differentiation through network quality and breadth of service portfolio, underpinned by further industry consolidation and the appearance of new technologies to support data needs in the gigabit era," he said.
- abdulbasit@khaleejtimes.com
Total income reached to Dh5.607 billion compared to Dh4.431 billion, a solid expansion of 26.5 per cent YoY
Sheikh Abdullah bin Salem bin Sultan Al Qasimi, Deputy Ruler of Sharjah, presented the awards to the winners in various categories
Move aims to deepen multi-sectoral cooperation
Brands in the UAE and the region have been advised to create the right awareness schemes that they’re deemed neutral
This continuous rise in investment is attributed to an emerging trend of financialisation of savings
The UAE registered trademarks totalling 4,610 in Q1
One of the driving forces behind the growth is the adventurous spirit of millennials and Gen Z
Figure reflects the emirate’s growing appeal as a preferred investment hub for innovative technology companies